Build Autonomous IT Helpdesk Agents in Copilot Studio with Power Automate

Unlock the future of IT Helpdesk automation! Discover how to build retrieval, task, and truly autonomous agents in Copilot Studio—leveraging Power Automate, SharePoint, and generative AI to streamline support, answer policy questions, and respond to emails automatically. This live demo walks you through real-world IT scenarios, showing off the latest Copilot Studio features before their official release. Join me as I create an IT Helpdesk agent from scratch using low-code tools in the Power Platform. You'll see exactly how to ground your agent in SharePoint knowledge, automate ticket lookups, and enable autonomous responses that trigger from emails—no chat interface needed! If you've ever wanted to reduce manual helpdesk workload or explore the cutting edge of workflow automation, this is the practical guide you've been waiting for. What You’ll Learn: ✔️ Build a Copilot Studio agent that retrieves answers from SharePoint and policy docs ✔️ Automate IT helpdesk tasks using Power Automate cloud flows and custom actions ✔️ Enable autonomous agents to respond to user emails—no manual intervention required ✔️ Orchestrate multi-intent conversations and combine retrieval, task, and autonomous capabilities for true digital transformation Timestamps: 00:00 – Building an IT Helpdesk Agent in Copilot Studio: Live Demo & Value 00:35 – Starting from Scratch: Creating Your Agent 02:01 – Explaining Retrieval, Task, and Autonomous Agent Types 05:01 – How Orchestration Works in Copilot Studio 07:00 – Connecting SharePoint for Knowledge Retrieval 10:52 – Setting Up Task Agents with Actions 12:14 – Adding and Configuring Custom Actions 15:20 – Enabling Generative Actions and AI Capabilities 17:18 – Live Demo: Generative Action in Action 19:51 – Handling Multiple Intents Seamlessly 21:10 – Introducing Autonomous Agents: The Next Step 22:10 – Automating Email Responses with Send Email Action 26:10 – Building Autonomous Capabilities 28:22 – Integrating Power Automate Cloud Flows 29:30 – Testing Autonomous Agent with Incoming Email 31:30 – Navigating the New Designer and Trigger Splits 34:15 – Real-time Test: Autonomous Agent in Action 39:50 – Full Demo: Autonomous Agent Responds to Email #CopilotStudio #workflowautomation #PowerAutomate #LowCode #DigitalTransformation Ready to transform your IT support with AI-powered automation? Drop your questions or share your own automation wins in the comments—let’s build smarter together! For more Power Platform tips and community resources, check the links in the description. Additional Links: ? https://aka.ms/CopilotStudioAtIgnite Microsoft Ignite session on Copilot Studio. ? https://blogs.microsoft.com/blog/2024/10/21/new-autonomous-agents-scale-your-team-like-never-before/ Microsoft blog post announcing autonomous agents in Copilot Studio. ? About me: ? Hi, I'm Damien Bird — Power Platform Cloud Solution Architect at Microsoft ☁️ ? Former Forum Super User (2021/22) & Business Applications MVP (2022) ? Speaker at conferences across Europe, the US, and local UK user groups ? Passionate about sharing knowledge, solving problems, and empowering the community with the Power Platform! ? Explore more: ? Blog: https://DamoBird365.com ? Video & Quiz CPD: https://DamoBird365.com/YouTube ? Join the Community: https://DamoBird365.Teachable.com/p/DamoBird365Membership ? Support the Channel: https://youtube.com/@DamoBird365/membership ☕ Buy Me a Coffee: https://BuyMeACoffee.com/DamoBird365 ? LinkedIn: https://LinkedIn.com/In/DamoBird365 ? Twitter: https://x.com/DamoBird365 ? Bluesky: https://bsky.app/profile/DamoBird365.bsky.social ? Feedback or Request: https://forms.office.com/e/WAV1iF2Wis